As CEO, it's hard to get a clear picture of what is really going on in the operations of your organization.
As I've said in recent posts, people don't want to tell the big boss bad news. Why is that? There are a number of reasons:
They fear doing so could threaten their job security.
They seek the praise, positivity, and potential dopamine hit of sharing good news.
Many leaders have a rule that says, "Don't bring me a problem without a solution."
These are all rational concerns. In some organizations, people can lose a job when sharing bad news. Praise and compliments feel good, but being challenged feels bad. Quits often, the front-line worker isn't able to identify the best solution, or can't get the resources needed.
The Power of Shadowing
If people won't tell you the truth about operational problems, what are the alternatives? One of the best ways to do this is to shadow team members while they are doing their jobs.
By following people around as they do their jobs, you can see the barriers and frustrations that workers face every day. You can feel their pain.
And, you can build trust with the workers when they get to know you outside of a meeting or the brief encounter you may have when "making rounds."
How do you shadow? Good models include the shadowing that doctors, nurses, EMTs, and others do as learners, following a more experienced colleague to see patient care in action. Think of it as on that TV show, Undercover Boss.
Advanced preparation is critical to ensure that shadowing is a positive experience for everyone. To learn more about those details, schedule a call with me, I'd love to help you do this right.
Dr. Paul DeChant is a leadership coach dedicated to helping CEOs create organizations where their people and their businesses thrive.
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